SentinelOne’s Journey to $3 Billion Valuation

Welcome back to the Success Stories Newsletter! We’ll be sharing real success stories from our customers and how you can share in the success, too! You can learn more about Totango and what we do here.

In our last newsletter, we explored how Trustpilot and Monster implemented Totango’s digital customer technology in Why is now the time to invest in customer success? This week we’re covering cybersecurity company SentinelOne and how Totango helped them reach a $3 billion valuation.?

Eran Ashkenazi, Chief Customer Officer of SentinelOne, met with Totango founder & CEO Guy Nirpaz to discuss SentinelOne’s journey.

Where did it begin?

Eran is upfront about his overconfidence as a young employee hoping to save money. He thought that he could handle everything he needed through a CRM platform and that he looked at Totango and their competitors and said, “I can probably do this myself.”?

He realized very quickly that he was in over his head.?

When SentinelOne first built their platform, they only had about 40 - 50 customers, which was manageable. Now they have over 4,000. When they started to scale on their old system, it was clear that they weren’t positioned to do what was needed.?

As a growth startup, SentinelOne doesn't have time to wait a year or two for results—they have months. With the first implementation of Totango, they started seeing changes in just a few weeks.?

Then, by consolidating data with Totango, they were able to identify places in which they had data issues. Once they sorted out those areas, they realized they could expand their use of Totango from customer success to other parts of the organization and gain even more value.?

Where else can you implement Totango?

To convince the C-suite to invest in Totango beyond the customer success department, Eran focused on renewals. If you want to protect your existing customer base, you have to start today, and investing in renewals requires Totango. Now the renewals department uses Totango on a daily basis.?

Next, they went backwards in the customer lifecycle to the pre-sale department and recommended using the data from Totango on usage, product insights, and more for expansion. When pre-sale began implementing Totango, it created a seamless transition to the customer success department. Together, they built an entire Totango lifecycle that started early with all customer information in one orchestrated system.

One of their most difficult challenges was importing product data. This data was in their previous program, but instead of trying to build a bridge, they used a Totango capability to transfer files directly from one place to another—all automatically populated by Totango.?

Eran emphasizes the importance of starting with a tool like Totango early in the game. It’s much easier than trying to implement it later, when you have more customers.?

Building a solid platform was a priority for Totango from the start. One of the early innovations by our founder Guy was to provide a simple solution to a complicated question: how do you integrate data? Now that ability to streamline data is part of what makes Totango so valuable for our customers.?

Our takeaway: once you see value in an investment, see if there are opportunities for the rest of your company to reap the rewards as well.

Ready to take the next step in retaining your customer base? Join our final Boldly Grow in an Unstable Economy webinar or use our Invest in CS SuccessBLOC bundle to engage customers, detect risk, and analyze customer health.

And don’t miss Customer Success Summit: Teams this Sept 14-16! Get tickets here.

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